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Overview
The Salesforce Service Cloud Certification is designed for professionals who aim to demonstrate their expertise in designing and implementing scalable Service Cloud solutions. This certification path focuses on knowledge and skills in case management, service entitlements, knowledge management, and reporting, ensuring a strong foundation for delivering exceptional customer service experiences within the Salesforce ecosystem.
Objectives
By the end of this course, leaner will be able to:
- Design and implement scalable solutions in Salesforce Service Cloud to meet business requirements.
- Configure case management, automation, and workflows for streamlined customer service operations.
- Utilize Service Console to improve agent productivity and support resolution.
- Manage service entitlements and SLAs to meet customer expectations and ensure compliance.
- Leverage knowledge management and reporting tools to analyze service performance and support continuous improvement.
Prerequisites
- Experience as a Salesforce Administrator or in a customer service operations role.
- Familiarity with basic Salesforce functionalities, including reports and dashboards.
- Understanding of case and service process flows.
- Knowledge of data management and configuration in Salesforce.
- Experience with customer-facing processes and support escalation paths.
Course Outline
Module 1 : Introduction to Salesforce Service CloudCourses2024-11-07T10:12:13+05:30
- Overview of Service Cloud features, benefits, and primary use cases for customer support teams.
Module 2 : Case Management and AutomationCourses2024-11-07T10:13:22+05:30
- Setting up and managing cases, using automation tools like Workflow Rules and Process Builder for efficient case resolution.
Module 3 : Service Console and Agent Productivity ToolsCourses2024-11-07T10:14:15+05:30
- Configuring the Service Console, incorporating macros, quick texts, and knowledge articles to enhance agent productivity.
Module 4 : Service Level Agreements (SLAs) and EntitlementsCourses2024-11-07T10:15:02+05:30
- Configuring entitlements, setting up milestone trackers, and managing service contracts to support SLAs.
Module 5 : Knowledge Management and ReportingCourses2024-11-07T10:15:53+05:30
- Implementing knowledge base management, creating reports, and analyzing data for improved service insights.
